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Head of Customer Services

Manchester Permanent View Job Description
We're partnering with a global manufacturing company, headquartered in Manchester. While international in reach, this is still very much an SME environment - agile, fast-paced, and full of opportunity for impact.
  • Make an impact fast - forward thinking leadership team
  • Lead the transformation of this customer function

About Our Client

The business has a strong B2B customer base, supplying well-known brands, but also operates a direct-to-consumer arm. This means the Customer Services team handles everything from managing complex order and delivery requirements for business clients, through to supporting individual consumers with order queries and returns.

Job Description

We're looking for a proven Customer Service leader to head up a small but powerful team of 8. This isn't just about running day-to-day operations - it's about taking the function forward. You'll be tasked with:

  • Leading the team through a transformation from traditional order processing into a forward-thinking account management function.
  • Using customer feedback, CSAT, and online reviews to drive service excellence and tangible commercial outcomes.
  • Identifying opportunities to automate processes, freeing up the team to focus on proactive customer engagement.
  • Ensuring seamless order-to-delivery processes across both made-to-order and sourced product lines.
  • Bringing fresh ideas that shorten order-to-cash times, improve NPS, and strengthen overall customer experience.



The Successful Applicant

  • An established Customer Service Manager/Head with experience in manufacturing, supply chain, or similarly complex environments.
  • Comfortable working in a hands-on, varied SME environment, where no two days look the same.
  • Strong systems knowledge - ideally HubSpot, SAP, or similar.
  • A track record of delivering measurable improvements within customer service functions.
  • Able to inspire a team, build capability, and foster a culture of proactive customer care.

What's on Offer

  • Salary £50,000 - £60,000 depending on experience.
  • Hybrid working: 3 days in the Manchester office.
  • The opportunity to shape and modernise a customer services function in a global business with SME agility.
Contact
Katy Bevan
Quote job ref
JN-092025-6826540
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Industrial / Manufacturing
Location
Manchester
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-092025-6826540